Complaints

This profile includes complaints for JM Bullion's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JM Bullion

  11700 Preston Rd STE 660-153 Dallas, TX 75230-6112

  
• 

  JM Bullion, Inc

  180 N Michigan Ave Ste 1845 Chicago, IL 60601

• 

  JM Bullion, Inc

  1 E Erie St Ste 630 Chicago, IL 60611

• 

  JM Bullion

  Dept. 960555 P.O. Box 73196 Oklahoma City, OK 73196

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an ACH purchase through the JMBullion website on 3/28/2023. The funds were soon after withdrawn from my bank account and I was told that my order would be shipped by April 4th and to allow 5 business days before the item is shipped. *** ******* is Now in Paid and In Holding Period Status. On April 4 rather than receiving a notification that my order was shipped, I received an email stating: ***-******* has been canceled due to our internal reviews process. We apologize that we are unable to complete this transaction. Please contact your bank to do a Good/Service Not Received ACH reversal request (Dispute the transaction) in order to obtain a refund.Some concerns: 1) if my order wasnt approved, why did JMBullion withdraw the funds? 2) Why do I have to dispute the funds with my bank in order to receive the money? 3) Why not call the customer and ask for more details to verify the transaction then continue the order of this truly is a concern on identity risk?I am waiting to hear what can be done at this point. I want my money back ASAP but their customer service wants me to do all the legwork through my bank (probably to avoid fees or assumption of fault).

  Business Response

  Date: 04/06/2023

  Hello,

  We will be refunding this customer. The issue originated from an alternated order this customer placed, where the funds bounced and the account used to pay had been apparently closed. Out of an abundance of caution we were trying to protect ourselves by requesting this customer pull the funds back for this order. After consulting with our billing team however they will be refunding this order. Sorry for the hassle!

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking to invest in gold and I came accesos JM Bullion from an ad on ******* So I purchased a 500 gram gold bar from their website. They provided various options for my form of payment, so I used my checking account as it had the lowest fees. I then received an email from them stating that they received my order and it will take about a week for my payment to be processed and the item to be delivered. The following week, they sent me another email stating that they cancelled my order and that I should contact my bank to reverse the transaction due to "goods/ service not received." So I did just that. My bank then sent me a message stating that due to the ACH rules, they are not able to reverse the transaction for "goods or services not provided". They can only reverse the transaction if I never authorized the transaction. I contacted JM Bullion and explained the situation. They then asked for a denial letter from my bank in letterhead format addressed to me in order for me to process my refund. They have made it very difficult for me to get my money back and never shipped anything to me. So I paid $29,601.67 and didn't receive the gold bar that I purchased from them on their website. I have all the correspondence and evidence to show that I purchased the item from their website as well as their email communication stating that they cancelled my order and are hesitant on providing me with my refund on an item that they never sent to me.

  Business Response

  Date: 03/20/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Dear Sir: Thank you for your inquiry. We emailed you on 12/21/22 to advise that your refund was being initiated via ACH that day.

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FIRST ISSUE
  
  On Oct 12, 2022 I placed order # XXXXXXX with JM Bullion with payment withdrawn from my account on 10/13/2022. I ordered the shipment UPS 3 day signature required and was unable to be home at the time of delivery.
  I contacted JM Bullion on Oct 31, 2022 after the order was returned and notified them of the situation. The response was that I could reship USPS and it would be held at my local post office. In the email Valerie from JM Bullion says "Please let us know how you would like to proceed and confirm the shipping address." I replied "Please ship USPS Signature required to my address (which I listed in the email).
  
  The order said then and now on the website
  
  RESHIP CREATED>RESHIP PROCESSING> AWAITING RESHIP
  
  Reship Reason: We have returned your order and will regenerate a new label and tracking number. You do not need to take any action (unless we reach out to you via email) and you will not incur any additional charges on your order.
  
  Now I am told today by email and over the phone this order is cancelled due to no response from me.
  
  SECOND ISSUE
  
  October 31, 2022 I placed a 2nd order as I regularly purchase JMB metals.
  
  I placed this order USPS Priority (based on the issue above). JMB sent me several emails regarding this shipment but I was unable to contact them until 11/13/2022. On this day (a Sunday) I sent JMB an email requesting a status update for this order.
  
  I received an automated response on 11/13 followed by a live email on 11/14 at 9:01 AM both stating to either reply to the email or call Mon-Fri between 8 am and 6 pm CST. I called at 5:25 CST on 11/14 and was told my this order was cancelled. At 5:47 PM I received an email that this order had been cancelled.
  
  I was told that orders can not be re-instated, this would not have been necessary had JM Bullion noted that I had been in email contact with them on the prior day. I called within the hours stated in the email and it is unfortunate that my order cancelled after my email.

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/11/22) */
  Dear Sir: Thank you for your inquiry, we apologize for any issue. Both of the orders were refunded to you via ACH on 11/17/22.
  
  
  Consumer Response /* (3000, 7, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I requested to be allowed to repurchase my original orders at my the original price as this was no fault of my own.
  
  
  Business Response /* (4000, 9, 2022/12/06) */
  Thank you again for your inquiry. As we corresponded with you back on 15th of November:
  
  Unfortunately, we are unable to reinstate cancelled orders. We apologize for the inconvenience. We attempted to make contact with you several times by phone (leaving voicemails), and email as well. We had to cancel the orders due to no response from you. The orders will remain cancelled, and the refund requests have been submitted to be processed as well.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/04/2022 @ 9:04am
  I purchased silver rounds for the amount of $588.72 and was provided a purchase order #XXXXXXX. At 6:51pm I received an email that said my order was being shipped by USPS with tracking number XXXXXXXXXXXXXXXXXXXXXX. Today is 10/11/2022 @9:01am and this tracking number states that a shipping label was created on Oct 4th but USPS is still awaiting item from shipper.
  
  I contacted JMBullion customer service and claims department to request an explanation of this delay and explain why an investigation was being pursued. I also requested a refund to avoid taking a loss on the price increasing of silver and misuse of my money for an item lost or misplaced prior to its delivery to me.
  
  I received an email from claims department stating the following:
  
  Dear ****** ,
  
  We are sorry to hear that you have not received your order. JM Bullion takes your concerns very seriously and will do all we can to assist you. There is nothing you need to do at this time. We will initiate a claim and provide you with weekly email updates.
  
  Your claim has been initiated with our insurer. Their investigation will take 30+ days. During this time we will provide you with weekly email updates, however, there won't be any notable updates until they conclude their investigation.
  
  
  Ela
  Claims Department
  [email protected]
  1-888-601-0253
  
  (#HS:XXXXXXXXXX-XXXXXXX#)
  
  I wish to file this complaint to express this treatment by JMB's protocols to investigate prior to doing a REFUND or REPLACEMENT shipment of silver rounds that they were paid for weeks ago. It should not be my responsibility to remain shorted $588.72 until JMBullion determines who should pay for lost silver that never arrived at the USPS.
  
  I contend that I did not pay in advance to be shorted or denied delivery of precious metal with an excuse that they must investigate it's loss prior to me receiving a refund or a reshipment for what I did not touch or lose by any fault of mine.
  
  Thank you,
  
  ****** **********

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 5, 2022/10/21) */
  Dear Sir: Thank you for your inquiry. Our records show the shipment was picked up at the Post Office on 10/14/22.
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/25/2022 an order was placed with JMBullion.com for a gold coin. The funds cleared via ACH the next day, on 8/26, and then JM Bullion informed me that this order could not be fulfilled. An egregious "market loss fee" was deducted from the "expected" refund amount, and three weeks of email communications later I'm still waiting on the refund. The date of the refund that the support team had provided has come and passed, yet they have still not honored the order nor the refund.
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Dear Sir: Thank you for your inquiry. We sent you an email on 9/14/22 stating that your refund was initiated that day.

• Initial Complaint

  Date:07/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 1/12/2022 I ordered a 1oz. platinum coin from JM Bullion for $1078.12. I had an account with these people and the money was paid directly from my checking account with NBT bank NY. The package arrived empty. I opened it at the post office after I signed for it. JM Bullion said the insurance ends as soon as I signed for the package, so my claim was denied. A police report was filed. The company advertises insurance, they neglect to tell you they are the ones insured, not the customer!!!!! These people are crooks and should be shut down and prosecuted.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Dear Sir: Thank you for your inquiry. This claim is denied due to no evidence of any damage to the parcel that could have resulted in the removal of the metal. No evidence to support the description of the damage reported was supplied. JM Bullion fully insures all its shipments, and each package over $1,000 requires a signature upon delivery. Should anything happen while your package is in transit to you, it will be covered by our insurance policy subject to the other conditions set forth in Section 13 of our terms and conditions.